This article provides an overview of how to troubleshoot the SuiteFiles apps and provides steps to resolve common issues with our XPM and WFM integrations
Please note: We update the SuiteFiles Status Page if there is a current known issue affecting multiple SuiteFiles customers. Please check this page first if your whole team is having issues accessing your SuiteFiles site, a particular feature, or any of our apps and integrations.
Otherwise, please check the links below to be taken to the relevant troubleshooting article for the issue that you're experiencing.
SuiteFiles Web App
The SuiteFiles Web App is the main application you will be using to view your files and folders. If you experience an issue, you will want to try the steps below:
|I can't log into the Web App - I only see a spinning circle||Check if third-party cookies are blocked|
|Files or Email Templates are not populating||Refresh your Clients list in SuiteFiles|
|"Object reference not set to an instance of an object" message when creating a new folder||Contact our support team at firstname.lastname@example.org or here|
Xero Practice Manager & WorkflowMax integrations
The integration between SuiteFiles & XPM/WFM are powered both by our standard integration and our Chrome extension. Refer to the table below to find out which troubleshooting step will resolve your issue:
If the above does not fix your issue, we recommend that your SuiteFiles Administrator reconnects your XPM / WFM integration following these steps.
SuiteFiles Outlook add-in
If you are experiencing any issues with the SuiteFiles Outlook add-in, try the following:
If you are experiencing any issues with the SuiteDrive, try the following
Email Delivery Issues
If you have shared a file or folder with a colleague or client, requested a file from a client or sent a document for signing, an email notification will be sent from SuiteFiles to the recipient. If you or your clients are not receiving emails there could be a number of factors for this, however we would like to hear from you if you/they are consistently not receiving email notifications from SuiteFiles, or there is a sudden change in email behaviour so that we can check our logs.
If notification emails are landing in junk
Please add email@example.com to your contact list or safe sender's list.
If notifications have not arrived in your/your client's inbox and are not in junk
Send the following details to the SuiteFiles support team for further investigation. The information we require differs depending on the notification type:
|Notification Type||Details to Send to SuiteFiles Support|
|Document signing request to Signee||Screenshot of the signing dashboard capturing file path, sent by user, recipient name & email, sent & expiry dates|
|Document signing completed notification to Signee||Screenshot of the signing dashboard capturing file path, sent by user, recipient name & email, sent & expiry dates|
|Document signing notifications for SuiteFiles sender||
As above plus which emails have/have not been received: Document has been viewed, Document signing - signed - [Signee name], Document has been signed
|Share to Connect folder/file for Connect user||Folder/file path, sent by user, recipient name & email, approximate time shared.|
|File request for Connect user||File path, sent by user, recipient name & email, approximate time shared.|
While we do everything we can to ensure your emails are sent from SuiteFiles, there are factors outside of our control which may prevent the email arriving in your/your client's inbox. When you provide us with the above information, we can confirm that the email was sent from SuiteFiles' systems but we won't be able to identify the reason for an email not arriving into your/your client's inbox.
Need more help?
We'll continue to add troubleshooting steps to this article. In the meantime, if the issue you are experiencing is not listed above, or the troubleshooting steps provided have not resolved your issue, please contact us via email at firstname.lastname@example.org.
Please provide us with as much information as possible so that we can prioritise and isolate the issue as quickly as possible.
- Which app or integration is affected? (SuiteFiles Web App, SuiteFiles Outlook add-in, SuiteFiles Drive, XPM or WFM integration etc)
- How many of your team are impacted by this issue?
- When did you notice that the issue start happening?
- Confirm which troubleshooting steps you have followed
- Please provide a screenshot of the issue and/or detailed replication steps.